BUT shows contrast: The phone is good, but the battery is bad. ALTHOUGH is also contrast: Although the phone is cheap, it works well. HOWEVER starts a new sentence: The phone is cheap. However, it works well.

BECAUSE gives a reason: I called because the lift is broken. SO gives a result: The lift is broken, so I can’t go upstairs.

Start politely: Excuse me, I’m afraid there is a problem. Say the problem clearly: The soup is cold. My order didn’t come. This doesn’t work. Ask for a solution: Could you replace it, please? Can I have a refund?

Stay calm and polite. Use “I’m afraid” and “Unfortunately”. End with thanks: Thank you for your help.

Staff can say: I’m very sorry about that. I apologise for the problem. Let me see what I can do. I’ll fix it right away. We’ll give you a refund. Thank you for telling us.

You can reply: That’s OK. Thank you very much. I appreciate it.

• Do you have problems with your phone?
• Have you ever complained in a shop?
• Do you like customer service?
• Is your phone broken?
• What was the last thing you repaired?
• Do you ask for help easily?
• Have you ever got a refund?
• Do you stay calm when there is a problem?
• Do you complain at restaurants?
• Do you call a shop when something is wrong?
• Have you ever lost something?
• Do you read the instructions first?

• Tell me about a problem you had recently.
• How do you complain politely?
• What did you do last time something was broken?
• Tell me about a good service experience.
• Tell me about a bad service experience.
• What do you say to a waiter if the food is cold?
• How do you feel when you complain?
• What should a good shop do when a customer has a problem?
• Tell me about something that you wanted to return.
• How do you call customer service?
• What do you do when the Wi-Fi doesn’t work?
• Who do you ask for help with technical problems?

• Is it important to complain when something is wrong? Why?
• Why are some people afraid to complain?
• How can companies improve their service?
• What is more important: a low price or good service?
• Should the customer always be right? Explain.
• How can we solve problems without getting angry?
• What can make a place easier for everyone to use?
• If you owned a shop, how would you treat customers with problems?

• What is the problem?
• Could you replace it, please?
• Can I have a refund?
• Why was the food cold?
• What did customer service say?
• How long did you wait?
• Did they apologise?
• Did they repair your phone?
• What do you do when the lift is broken?
• Do you complain by phone or by email?
• Have you ever been to a restaurant with bad service?
• What do you say to start a polite complaint?

• Do you think people complain too much?
• Would you rather complain in person or in writing?
• What if you got no answer to your complaint?
• Is it better to say nothing or to complain?
• Which is better: a repair or a new thing?
• Would you like to work in customer service?
• Do you think good service is important?
• What advice would you give to someone who has to make a complaint?

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